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Purpose: Position provides support to Merchants Fleet Management Drivers and Fleet Managers. Primary focus is to provide responsiveness and problem resolution in all Fleet Management areas that directly impact the driver.
Key Responsibilities:
Support incoming/outgoing calls/emails/live chat pertaining to questions on Merchants leased vehicles and all enrolled services
Administer client fleet policy in an efficient and professional manner
Stay abreast of the status of client fleet policy and company relations as well as automotive industry news to problem-solve and consult with the client
Drive client retention by offering solutions to callers by encouraging and supporting fleet services usage
Timely fulfillment and follow through of all driver/FM related transactional duties to meet Service Level Agreements - including but not limited to fuel, personal use, roadside, coordination of rental vehicles and glass claims
Work in collaboration with internal and external partners to provide world-class customer service
Instill confidence in the client in their choice of Merchants as their Fleet Management vendor
Utilize CRM software to document, manage and track client support and transactions
Thrive in a fast paced, customer oriented business with consultative knowledge of lease and fleet
Demonstrate mastery in" TotalView" driver/FM capabilities and as an internal resource
Demonstrate mastery in all Driver/FM related Fleet Services, best practices, business policy, resources and resolution procedures
Support the Mission, Values and Vision of the Fleet Management division
Support the Client Service team in times where additional administrative support is needed to fulfill Merchants Fleet Management Strategic Initiatives
Work with CST leadership to ensure delivery of internal and external customer objectives
Provide support to ownership and leadership when requested
Supporting the TotalView (in house/client facing database) initiative
Other special projects or duties as determined by department management
Skills:
Flexibility in scheduling to support Merchants Fleet Management drivers and call volume
Excellent organizational skills and strong attention to detail with ability to focus on accuracy
Outstanding customer service skills manner and ability to maintain a high level of quality
Ability to think quickly to handle unique situations that may be encountered
Ability to stay calm under pressure in a fast-paced environment
Must be able to manage stress levels during high volume periods and adapt to various styles
Ability to prioritize work and multi task effectively
Excellent written and verbal communication skills - able to effectively communicate with a wide range of client contacts from clerical to Executive level
Ability to work as part of a team and provide support to departmental and company goals
Ability to remain professional when faced with confidential or sensitive information
Proven track record with minimum 4 years Customer Service/Call Center Experience
Proficient in Microsoft Office suite
Education: Minimum of an Associate's Degree of equivalent of industry/customer service experience preferred
APPLY NOW! https://recruiting.ultipro.com/MER1017/JobBoard/9ab27dae-bdc8-83d4-8f36-3f703db8caf2/OpportunityDetail?opportunityId=9ebdbf45-e199-417b-9c51-13d4b5accb13
Merchants Fleet provides our customers with the most innovative fleet management experience nationally. We partner with our customers to optimize the mobility of their organization. Leveraging the brightest minds in the industry, real-time technology, data analytics, and our full range of products and services, we elevate the fleet performance of our broad range of customers.
